Talent Section

This is the main section where agency managers will be able to look up agents, teams, vendors, and review their information.

Agents section

In this tab, agency managers will have access to the Field agents’ information. As can be seen below, in the Status menu, the Active option will be pre-selected.

Users can select among the following options: Pending, Pending Activation, Failed, Active and Suspended.

There will also be a Select all option to make the look up easier, and a Deselect all. The last option belongs to the Filter by Keyword menu. Here, users will be able to perform a search by providing the agent’s name, last name or username.

After performing the search, Vault will show the data below. By doing so, users will have access to the AGENT’s full name along with their ROLE (Field agents or Team managers) and the AGENT CODE, which is a unique number that identifies each Field agent. Agency managers will also see the USERNAME, TEAM and AGENCY where they belong, as well as the STATUS and the dates when the users were CREATED and ACTIVATED. Users will also see the LAST APPLICATION CODE and DATE, if any, and the ACTIONS column. Agency managers will be able to Activate, Deactivate users and also mark them as DNMR (Did not meet requirements).

In the STATUS column, if agents are Active, they will be able to log in to the Quest app with their user and perform ST agents’ duties. But if a user is Suspended, the Quest app will not allow them to log in. Agency Managers can look for further information in the DEACTIVATION REASON column located on the right.

On the other hand, users can also be in Pending status. Later, in the Requirements section, we will review in depth all the types of Pending cases.

In the ACTIONS column, by clicking either on Deactivate or DNMR, a pop-up will be shown, where the agency manager will have to provide the Deactivation Reason, and some Comments that will be optional, though advisable.

Once all the information requested is introduced, the Confirm button will become available.

                               Deactivate Reasons                                                     DNMR Reasons

In this section, agency managers will also find some additional data, such as the ASSIGNED STATE, the DEACTIVATION REASON for any user that is no longer active, and finally, the RAD ID info, showing the RAD REP ID specific for each representative, as well as the RAD ID ENABLED section which will let agency managers know if the user has the RAD activation.

Agent Profile

The agent’s Profile section is divided into different sub-sections. At the very top, we will find the user’s HEADSHOT, which is mandatory, as well as the FIRST and LAST NAME, the MIDDLE NAME (optional), the EMAIL, the USERNAME (that cannot be edited), and the DATE OF BIRTH.

Agency managers will see that below the agent’s PII, there will be four buttons:

• RESEND INVITATION: for those cases where the agent did not receive the invitation. It is very important that agents check the spam folder as well as any other they may have in their mailbox before requesting a resend, since the invitation may be located there. If the invitation is sent successfully, Vault will show the following message.

• DEACTIVATE: by pressing this button, agency managers will have access to the deactivation pop-op already presented. As usual, a Deactivation reason will have to be provided along with a Comment that before proceeding with the deactivation. Although the comment is optional, it is advisable to leave one every time a user is deactivated.
• ENABLE GEOFENCE: If the geofence is activated, agents will only be able to work in a specific area delimited by their agency. But if the geofence is off, they will have no restrictions to work in different locations within the state(s) assigned.
• PRINT BADGE: All agents need to go through the badge process at least once a day. They have to take a picture of themselves holding the badge. If agents don’t have the badge available, agency managers should click on this option to generate and download a badge copy in PDF that later on will have to be provided to the ST agent to complete the verification step.

Below these buttons, agency managers will find five tabs, which will provide additional information.

Profile

The main tab, Profile, will present sections like Additional Information, where we can find the AGENT CODE assigned, the SSN section (not showing the number), and the CONTACT PHONE provided by the ST agent.

The Address Information will be divided into ADDRESS LINE 1 for the door number and the name of the street. If further information should be added, such as an apartment, suite number, etc., it can be added in ADDRESS LINE 2. The CITY, STATE, and ZIP CODE will have their respective sections.

Users will also find Background Information, such as the ADL number, the NAS SCORE (which is a verification that stands for Name, Address, SSN), and the RISK INDICATORS.

In the Brand Information section, agency managers will find information about the different flows to which the agent can be assigned. In the Agent Information section, we will be able to spot the REFERRAL AGENT who referred the user, if any, the MARKET LEADER assigned, if there is one, the TEAM in which the agent will work, their ROLE, as well as the ASSIGNED STATE where they are allowed to work, the SHIRT SIZE and the GENDER (Female, Male, or Other).

Moving on, agency managers will also see data related to the agent’s RAD ID, such as the RAD REPRESENTATIVE ID, the RAD ID ENABLE section, which will let us know if the RAD ID is active or inactive, and the RAD DISABLE REASON, in case the RAD ID was deactivated.

If the GEOFENCE RESTRICTION is Disabled, agents will be able to work in different locations from the state(s) assigned, without any limitations. On the other hand, if it is enabled, agents will only be able to work within the limits established for that user.

The next option, SEQUENCE ASSIGNMENT, refers to the available flows (Safelink, Walmart, etc.) that each agent will have, depending on the Team they have been assigned to.

Finally, the last option from this section, AUTOMATED EXPIRATION ENABLED, will indicate if the field agent’s user will get automatically expired if they don’t report any activity for a period of thirty (30) days.

At the very bottom, agency managers will find the Government Image section, where they will normally find the picture of the user’s State ID or Driver’s license.

Requirements

The Requirements section will present a list of requirements that the agent needs to approve to get the user activated. The requirements will be sorted chronologically from newest to oldest:

Basic Profile: After the agency manager sends the invitation, field agents will receive an email with a link for them to start the onboarding process. Once clicked, they will be led to an online form where they will have to provide their profile information (full name, phone number, zip code, username, password, etc.)

Extended Profile: After submitting the initial information, there will be a second step where the field agent will have to provide their DOB, SSN, Address, as well as their NLAD Representative ID. Candidates will also have to upload a Profile picture and a Government ID.

NPCL Validation: NPCL stands for Negative Pre-Check List. As the title states, the user will go under a review process to make sure the candidate was not deactivated working as an agent.

Contract Signature: In this section, candidates will have to review the contract and then provide their electronic signature.

Training: All candidates need to take a mandatory training, where they will be introduced with the correct use of the Quest application and their responsibilities as Field Agents/Team Managers. At the end of the training, candidates will have to go through a mandatory test, where they will have to answer more than 80% of the questions correctly to continue. Candidates will have three chances to pass the test.

Note: if candidates face any issues up to this point, agency managers should contact the E-Learning Team, so that they can review the case and get the issue solved.

BGC Authorization and Disclosure & Background Check: BCG stands for Background check. All candidates need to go through this step and pass the checkup to continue the process. Once passed, agency managers will have to upload this documentation to Vault, which will enable candidates to continue the onboarding process.

Authentication call: In the last step, candidates will have to perform an authentication call, where they will have to confirm their interest in becoming a Field Agent/Team Manager and verify their identity. Candidates will also receive an authentication call indicating that they will have to perform the call to continue with the onboarding process.

Note: If candidates face issues with any of the authorizations or with the authentication call, agency managers should refer them to the Vetting team for further assistance.

Event Log

The Event Log tab will show the different steps that the agent’s profile has gone through. At the very top, agency managers will find three filters to perform the search.

The Filter Events by Type dropdown menu will provide several options to select. Users can also Select All the types of events, or Deselect All, if necessary.

Once the data is populated, the information will be presented chronologically, with the latest event at the top.

Documentation

In the Documentation section, users will find the documents uploaded for the agent along with the Uploaded date, the name of the person who uploaded the information in Uploaded by, the File name used as well as the Documentation type and some Comments, if applicable.

Agency managers can also add a new document by pressing the Select document button. In the Document type section, they will have to indicate which document will be uploaded.

Teams section

In this section, users will be able to get information from all the teams created for a specific Agency. Apart from the TEAM name, users will find a TEAM CODE, which is specific and unique for each team. The MAX AGENTS column will indicate the maximum number of agents that can be introduced in that team and the VENDOR will show the name of the vendor assigned to the Team.

The ASGD AGENTS section shows the number of agents contained in the Team. Then, the CITY and the STATE will be available in the following columns. Finally, the CREATED ON column shows the date when the Team was created, and the STATUS will inform if the team is either Active or Inactive.

By clicking on the name of any of the Teams, the system will guide users to the specific information for the team selected, as it will be presented in the following section.

Team General tab

In this tab, users will have the ability to review all the information related to the Team selected in detail.

NOTE: It is strictly forbidden for agency managers to create teams or perform any editions in this section.

Vendors

In Vault, the term Vendor is a synonym for Agency, so in this section, we will find a group of columns displaying the most relevant information for the agency in question. Apart from the VENDOR name, we will see the CONTACT NAME of the person in charge of that vendor as well as the CONTACT EMAIL and the CONTACT PHONE. The following columns will show the number of TEAMS ASSIGNED along with the date when it was CREATED ON and finally the Status, which can be ACTIVE or INACTIVE.

By clicking on the name of a vendor, users will be led to the General tab of the vendor selected. In the Identification section, users will find the NAME of the vendor, and all the CONTACT information, along with the STATUS, which can be either Active or Inactive. In the Legal and Billing Address sections, agency managers may find the corresponding addresses.

Note: In the Vendors section, Agency Managers are only allowed to review information. No changes should be made in this section.

Users section

In the Users section we will be able to find different kinds of users (Field agents, Team Managers, and Agency Managers) from their own agency. To look for a specific type of user, agency managers can use the Available Profiles dropdown located at the top of the page or use the Filter by section to look up a specific user by the name or last name.

User section

By clicking on the name of a user, agency managers will be led to the following screen. Different to what is seen in the Agents section, the Users General section will show summarized information of the user in question. As usual, an EDIT button will be available at the bottom of the screen.

Note: In the Users section, Agency Managers are only allowed to review information. No changes should be made in this section. Any profile changes should be performed by the E-Learning/Vetting teams.

Onboarding

In this section, agency managers will be able to review the onboarding steps from the different candidates. To populate data, users will have to select one or more options from the Status dropdown menu. Users can also filter by Date or Keyword.

As the image above shows, the Status column will provide information regarding the step where the user is stuck.

Invited Section

If a user was invited, but did not receive the invitation yet, users can access this section to review the user information. As the image below shows, this section will provide the user’s NAME, along with the ROLE, the EMAIL address, the ORGANIZATIONAL UNIT and the date when the user was INVITED. Team managers will also be able to see if any changes were made to a user in the MODIFIED ON section. If this is the case, the COMMENTS section should provide further information.